Ch. 5s and 6 Flashcards Preview

Operations management > Ch. 5s and 6 > Flashcards

Flashcards in Ch. 5s and 6 Deck (40)
Loading flashcards...
1
Q

To promote sustainability, what supplier selection and performance criteria should be used to evaluate issues with respect to the employees of the suppliers?

A

OSHA, EPA

2
Q

What are three ways in which society is trying to address the misallocation of resources held in the common?

A

Moving some of the common to private property, allocation of rights, regulation

3
Q

What term refers to meeting the needs of the present without compromising the ability of future generations to meet their needs?

A

Sustainability

4
Q

“the standard of something as measured against other things of a similar kind; the degree of excellence of something”

A

Quality

5
Q

What is the 4 costs associated with quality?

A
  1. External Failure Cost, 2. Internal Failure Cost, 3. Inspection (appraisal) Cost, 4. Prevention Cost.
6
Q

“a disciplined, data-driven approach and methodology for eliminating defects”

A

Six sigma

7
Q

What are the seven tools of TQM?

A

Flowcharts, Cause and Effect (Ishikawa/fishbone) Diagrams, Check sheets, Pareto Charts, Histograms, Run Charts, and Control Charts

8
Q

-“a system of management based on the principle that every staff member must be committed to maintaining high standards of work in every aspect of a company’s operations”

A

Total Quality Management (TQM)

9
Q

What are elements of a successful quality strategy?

A

► Managing quality supports differentiation, low cost, and response strategies
► Quality helps firms increase sales and reduce costs
► Building a quality organization is a demanding task

10
Q

The totality of features and characteristics of a product or service that bears on its ability to satisfy stated or implied needs.

A

American Society for Quality

11
Q

A national award that recognizes U.S. organizations in business, health care, education, and nonprofit sectors for performance and quality excellence. It is given to organizations judged to be outstanding in seven areas: leadership, strategic planning, customer and market focus, information and analysis, human resource focus, process management, and business results.

A

Malcolm Baldrige National Quality Award

12
Q

What award includes “Measurement, Analysis, and Knowledge Management” as a criterion?

A

Baldrige Award Criterion

13
Q

What two quality catch-phrases is Philip Crosby credited with?

A

Quality is free, zero defects

14
Q

What type of definition of quality is evident in the statement “Quality lies in the eyes of the beholder”?

A

User based

15
Q

What type of definition of quality is evident in the statement “Making it right the first time”?

A

Manufacturing based

16
Q

What are the three broad categories of definitions of quality?

A

company reputation, product liability, global implications

17
Q

What are the major categories of costs associated with quality?

A

Prevention, appraisal, internal failure, external failure

18
Q

Which of the four major categories of quality costs is particularly hard to quantify?

A

External failure

19
Q

The statement “an employee cannot produce products that on average exceed the quality of what the process is capable of producing” expresses a basic philosophy in the writings of which quality expert?

A

Deming

20
Q

What does the acronym PDCA, developed by Shewhart, stand for?

A

Plan, Do, Check, Act

21
Q

PDCA is most often applied with regard to which aspect of TQM?

A

Continuous improvement

22
Q

How many defects per million does a Six Sigma program have?

A

3.4

23
Q

If 1 million passengers pass through the Kansas City Airport with checked baggage each month, a successful Six Sigma program for baggage handling would result in how many passengers with misplaced luggage?

A

3.4

24
Q

What does total quality management emphasize?

A

encompassing the entire organization, from supplier to customer. Commitment by management to have a continuing companywide drive toward excellence in all aspects.

25
Q

What are techniques for building employee empowerment?

A

Build communication networks that include employees, developing oven and supportive supervisors, moving responsibility from both managers and staff to production employees, building high morale organizations, create formal organization structures such as teams and quality circles

26
Q

What is the term for the process of identifying other organizations that are best at some facet of your operations and then modeling your organization after them?

A

Benchmarking

27
Q

groups of employees who meet regularly to solve problems. Led by a facilitator, trained in planning, problem solving and statistical methods

A

Quality Circles

28
Q

What are the costs of dissatisfaction, repair costs, and warranty costs components or elements?

A

Quality Loss Function

29
Q

What costs are included in a quality loss function?

A

dissatisfaction, repair costs, and warranty costs

30
Q

What is the Japanese word for the ongoing process of unending or continuous improvement?

A

Kaizen

31
Q

What are the five steps of the Six Sigma process known by the acronym DMAIC?

A

Define, Measure, Analyze, Improve, control

32
Q

What steps can be taken to develop benchmarks?

A

determine what to benchmark, form a benchmark team, id benchmarking partners, collect and analyze benchmarking info, take action to match or exceed the benchmark.

33
Q

Quality control methodology that combines control charts and process control with product and process design to achieve a robust total design. Quality robustness, quality loss function, target-oriented quality

A

Taguchi method

34
Q

What are the seven major concepts of TQM?

A

Check sheet, scatter diagram, cause and effect diagram (fish-bone chart), pareto charts, flowchart, histogram, statistical process control chart

35
Q

Pull” system of production scheduling including supply management, allows reducted inventory levels, encourages improved process and product quality

A

just-in-time (JIT)

36
Q

A mathematical function that id’s all costs connected with poor quality and shows how these costs increase as product quality moves from what the customer wants. L=D(squared)C

A

quality loss function (QLF)

37
Q

What is a common use of Pareto charts in Quality Management?

A

a method of organizing errors, problems, or defects to help focus on problem-solving efforts.

38
Q

What are the “four Ms” of a cause-and-effect diagram?

A

Materials, machinery/equipment, manpower, methods.

39
Q

Run charts are graphs of data over time and are one of the most important tools for assessing the effectiveness of change. Also known as lso known as a run-sequence plot, it is a graph that displays observed data in a time sequence. Often, the data displayed represent some aspect of the output or performance of a manufacturing or other business process.

A

run chart

40
Q

Among the tools of TQM, what tool is used to aid in understanding the sequence of events/steps through which a product moves in production?

A

Flowchart